Sanctuary Avis 

The worst company in UK for Social Rented Housing. Been a tenant for nearly 8 years, been trying to look for my housing office for one year to report Mould and everything nothing happened. Filled Mould and Damp report in March 2026, my case wasn’t picked up. After months waiting on hold with all health issues I had, someone phoned me back and said I just got my job why you been neglected. Then a repair team attended and said they can’t fix things as it’s coming from the roof and Sanctuary doesn’t own the property only own your flat and Sanctuary needs to liaise with the company. Over 8 years, my health been impacted badly, I have Allergy now, Asthma and so many other issues just because of Mould. My Swap application was rejected when I found a person to swap just because I owed rent £400 and that was only half rent behind. It’s just brutal how they treat people. Never ever think of renting a property or becoming a tenant of this company unless you want to buy something. Everyone know how in Scotland Sanctuary Treats people. I have loads of photoes and evidence and happy to send them on to Trustpilot team.

Good and sending letter . Nothing get done on time . Lift problems. 5 days to get some one to look at it .😡😡😡

Waited over 6 months for a serious sewage problem to be sorted ended up sorting my self sanctuary would not help with cleaning or furniture removal ended up costing a small fortune just to get the contaminated furniture out as I am 70 and hire someone also the cleaning was left to me would not recommend sanctuary housing to anyone the Estimated time to do any big repairs can take up to a year

Hot water or heating for nearly 5 yrs as ex partner left property as signed saying not living at address, so no work has been done as can't speak to me ,even though have two numbers for myself, not once called me back . Just had a form saying repairs completed??? How still no hot water or heating, Two Asthmatic children, im also chronic Asthmatic . Not happy with sanctuary housing at all in anyway . Even went as far sending court threats as no access to house 5 days after engineers first came out regarding gas to house ???? No rent arrears, im on tenancy but they still choose to try contacting ex partner, which hasn't lived here for 6 yrs .

i have severe water damage due to a contractor and no one will repair it

I was offered a place by sanctuary. And they have messed me about very badly yes you can have it no you can't yes you can I'll call you Tuesday 2026 June to sign you up. OK cool then an hour later he calls me back. Oh I'm really sorry but I've messed up you cannot have the flat. But i promise you 100% I'll find you something else. What crap i had to call him the job's worth and he told me sorry nothing available what a load of crap. Very bad I'm thinking of naming and shaming.

Absolute. Worst. Management. They don't take any responsible for broken lifts and intercoms for weeks or months on end. Avoid living in any of the building managed by sanctuary at all cost.

I have been a tenant of Sanctuary Housing for 10 years, and until recently I had never experienced the level of poor workmanship, lack of communication, and lack of care that I have over the past year.
Sanctuary moved my family into this property because we were overcrowded in a two-bedroom flat with children. Instead of improving our situation, we have been left dealing with an ongoing rat infestation and damage to the property that has still not been permanently resolved.
Despite making multiple complaints about the infestation, the damage allowing rodents into the property, and the conduct of a staff member, I only received one response covering five separate complaints. This left many of my concerns unaddressed and made me feel that my complaints were not being taken seriously.
Temporary repairs and repeated visits have not solved the underlying problems. The workmanship has been substandard, and my family has had to continue living in unacceptable conditions while waiting for an effective, permanent solution.
As a long-term tenant, I am extremely disappointed by the way Sanctuary has handled this situation. I expected much better from a housing association responsible for providing safe, secure homes. I hope this review encourages Sanctuary to improve both the quality of its repairs and the way it treats tenants who raise serious concerns.

I would give 0 stars if I could.
Finally got a visit to replace our boiler guys turned up 12 o'clock with excuse why they were late and were gone at home time both days (Thursday & Friday) said someone was be here Monday,leaving us in a mess and with no hot water.
We were expecting them back Monday to finish the job however when I rang up to ask if someone was coming to finish the job the call centre guy( who was very nice and helpful) couldn't get me an answer he said he would fin out what was happening and get back to me.
He told me the manager had said they wouldn't be able to do it for another week.
Absolutely disgusting if they did a full day it could have been done.

Sanctuary manages the affordable housing on our new build estate on Builyeon road South Queensferry, Edinburgh . They have failed to do basic repairs to the flats communal bin cupboard and now there is rubbish exposed on the street attracting pests. This is a really nice, new , street. I can only imagine what their housing practices are like in other areas of the country

Perfect !!!

I’ve trouble experience with sanctuary if I call for a repair they give me appointments for a months and when they come and check they give another appointments a few weeks or months sometimes they change the appointment date

They never turn up, No communication ever. I missed one gas check once and they threatened eviction. Terrible terrible terrible

Good communication, good competent staff, clean and efficient. The maintenance men have been here three times and have all been first class. Couldn't ask for better.

I have to say that sanctuary have been amazing! We moved into a our new home 7 weeks ago and have needed to report alot of repairs that needed doing and sanctuary have quite literally been fantastic at communicating with us and getting the work done quickly and efficiently.

Worst housing association in the UK
Poor housing poor customer services and repairs but the biggest problem of all is : Anti Social Behaviour they don't do anything about it and will let you suffer for years on end until you struggle to move house..avoid them.
They didn't care about our suffering and side with the perpetrators making you move out, not them !

If you enjoy administrative endurance trials, contradictory information, and the unique feeling of shouting into a void that occasionally sends you a generic email reply three weeks later, then Sanctuary Housing Association may be the perfect match for you.

My experience felt less like dealing with a housing provider and more like participating in a slow-motion escape room where the only prize is another unanswered complaint form. Communication arrived with all the urgency of a fax machine in 1997, and clarity was treated as an optional extra rather than a basic service.

Every interaction seemed to generate a new layer of confusion—like a bureaucratic matryoshka doll, except none of the dolls contain solutions, only “we’ll get back to you shortly” messages that age like museum exhibits.

The only moment of genuine energy in the entire process was deciding to take legal action for £15,000. Ironically, that was the first time anything resembling responsiveness entered the chat.

If consistency is what you’re after, you’ll find it here: consistently delayed, consistently circular, and consistently impressive in its ability to turn simple issues into long-running sagas.

Would not recommend unless you are actively studying frustration as a discipline or collecting examples of institutional inertia for academic purposes. I am still waiting for a response to a complaint I have made seven times.

Sanctuary Housing UK is not to be confused with NSW based HomesNSw provider Sanctuary Housing NSW Pty Ltd - please read all reviews mindfully

On the 27th and 28th of May, 3 Sanctuary gas engineers attended at my uncle's home to replace his broken boiler, and in addition, fixed his kitchen sink.

These Sanctuary employees were excellent, kind, respectful and professional; employees the company should be proud off. It is a shame that some other Sanctuary employees do not present themselves in the same way.